BestBuy Complaint

Bad Communication - Customer Service Return

Reviewed by thomasw98
Complaint

I bought some software at Best Buy. But when I got home, I realized that the version I bought required a higher system number than I had on my computer. In other words, it was not compatible with my computer. No problem. My fault for not checking carefully. The receipt said no returns on opened software, but I figured I would call the store to ask anyways. The young lady I spoke with gave me some garbage story about it being "against federal copyright laws to take back open software", but then she said she would check with a manager. About a 3 minute wait on hold, she came back and told me the manager said he would allow us to switch to some other software as long as we carried the computer in question into the store to prove the system mismatch.

So two days later (snowstorm on day 1), I went back to the Best Buy store (in Springfield, Oregon) with computer in hand. After searching a long time for another Mac compatible software (with the correct system requirement this time), I went to the exchange counter. I told my story and told them what the girl had promised on the phone two days prior. The guy at the return counter, Roman, asked for the name of the young lady, which unfortunately I did not have. He called around and nobody would admit to ever speaking to me or giving me that offer. The floor manager (Cindy) also refused to honor what I had been told on the phone. Basically their point was that they did not believe employee would ever agree to those special terms and I was just trying to scam them.

End result: I felt insulted and will not go back. I understand their terms BUT they should stand behind what their employees say on the telephone.

Secondly, they should stop giving the garbage excuse about "federal copyright law" prohibiting them from accepting software returns. I heard this lame excuse/lie from both Cindy and Roman on that same day. I can only wonder if Borders book stores are breaking "federal copyright law" every time they accept a book return?...I wonder why the federal government does not arrest the CEO of Borders?!?

Best Buy should just stop insulting their customers and admit they do not accept software returns for their own business/profit reasons. There is no federal law preventing them from doing so.

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Comments - Consumers and Companies Connect by Commenting

thomasw98 says: (2 months ago)

I'd like to see that "law"...I still doubt it exists. Sure, it may be the seller's policy, and many other seller's may follow it, but I doubt it is a real law.

bearnip says: (2 months ago)

actually, the Copyright Law on software is very true. Check with any other place that sells software. Otherwise, though... there is no excuse for them telling you they would take it then not honoring the promise,

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DetailsReview Rating: 1 out of 5
Reviewed By: thomasw98
Company: BestBuy
Product: Customer Service Return
Company Location:
Springfield, Oregon 
Date Added: 11 months ago

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